What We Love
- Unlimited access to all the parks, where you can hike, swim, snorkel & explore all you want. Transportation included.
- Each Casa caters to a specific moment in your life - whether you have little kids or are empty nesters.
- Everything Flows® concierge service makes sure your stay is beyond magical.
Things to Know
- Maximize your vacay hours by checking pick-up times on scheduled transfers.
- This resort offers free, shared airport transfers - running every 30 minutes.
- When booking tours, you'll need to make a reservation 24-hours in advance.
Resort Details
- BioVegan/Vegetarian restaurant.
- Cantina Los Faroles
Oaxaquena's speciality food.
- ChibaliFamily restaurant with international buffet.
- Fuego
Italo-mexican speciality food.
Restrictions apply - exclusively for Casa Fuego guests. Adults-only.
- HA' (additional cost)Ha’ is more than a restaurant, it’s a culinary experience that involves all the senses, from the welcome, to the design elements, to sounds, to the presentation of drinks and food and impressive Mexican wine collection - every element surpasses the expectations of the diner.
Ha' is not a part of the All-Inclusive plan. - La TrajineraSea and land flavors.
- Las CuevasBrazilian rodízio.
- Las PlayasSnack and grill.
- Mercado de la MercedTraditional Mexican buffet.
- Teatro del Rio
A recreation the classic dinner-show lounges, considered the epicenter of the artistic and social life of Mexico in the 1950s. Enjoy this special time with your spouse, friends or family along a tasting menu, as the show takes place in an impressive riverfront stage.
Reservations required. - Various Bars/Lounges- Lobby Bar
- Bar Pozas 1
- Bar Pozas 2
- Pool Bar
- Bar Fuego and Roof Top Bar Fuego - exclusively for Casa Fuego guests - Xin GaoAsian cuisine.
- XpiralThe Sunday Brunch now is located at Las Cuevas restaurant.
Restrictions apply: Available exclusively for Casa Fuego & Tierra guest. There is an extra charge ($) for other guests.
- 24-hour front desk
- 24-hour room service
- Airport shuttle service
- Babysitting†
- Beachfront
- Business services†
- Children programs†
- Complimentary wireless internet
- Concierge desk
- Conference facilities†
- 24-hour front desk
- 24-hour room service
- Airport shuttle service
- Babysitting†
- Beachfront
- Business services†
- Children programs†
- Complimentary wireless internet
- Concierge desk
- Conference facilities†
- Exercise gym
- Parking
- Tour/sightseeing desk
- Valet parking
- Wireless internet connection in public areas
- Please contact the hotel for additional information.
† Fees may apply
- Beach
- Fitness center on-siteDaily yoga lessons and functional training circuit.
- Kayaking
- PoolThis resort has 11 pools.
- Snorkeling †
- Spa †
- Teen programs
- Tennis court
- Water activities
- XoximilcoAccompanied by mariachi, regional music, trios, northern music and Mexico’s most traditional cuisine, Xoximilco is the best Mexican fiesta in Cancun. A perfect environment for families and friends, everyone’s invited
- Traditional Mexican dishes in a Mexican dinner on board.
- Not recommended for children under 12 due to late night schedule
- XavageAn electrifying park where you can see how adventurous you want to be and feel the adrenaline pumping. Have an astounding day in the newest park in Cancun. Six different activities are waiting for you, either on water, through the air or by an off-road circuit with several obstacles to overcome the challenge.
- Lunch buffet and non-alcoholic beverages
- Zip-line Xavage, Rafting, Monster Truck, Jet Boat, Kayak, Ropes Course with four different levels, Tough Cubs: a special place for kids from ages 5 to 11. Safety equipment for all the activities. Restrooms, dressing rooms, showers and lockers.
- Children under 5 are not allowed
- Xplor FuegoDare to live the adventure at night in Xplor Fuego, the park with activities in Playa del Carmen that will ignite your adrenaline. Get on an amphibious vehicle and ride through the Mayan jungle, fly through the starry sky on Cancun zip-lines, explore the underground world of the Riviera Maya through stalactites rivers while swimming or rafting and splash in the waters of a cenote on a hammock.
- BBQ ribs buffet (with vegetarian options) and unlimited nonalcoholic beverages
- Access to changing rooms and lockers
- XensesThe fantastic world of Xenses awaits. In this fun half-day park at Riviera Maya, your senses will be tested on a place full of magic where nothing is what it seems. From perceiving different ecosystems in complete darkness or defying gravity in an original Town, to the over 50 fantastic scenarios for amazing pictures. Fly like a bird or let yourself go on the Sludgerie and Riverlaxing, a park like no other.
- Access to changing rooms and lockers
- Xel-ha
Admire the natural scenery of Riviera Maya from atop the Scenic Lighthouse at over 130 ft with 360° views. Snorkel in complete freedom along the inlet and have fun on more than 20 aquatic and terrestrial attractions. Finish your experience by delighting your palate on the unlimited buffet and open bar.
- Breakfast, lunch buffet and snacks & beverages (alcoholic and non-alcoholic)
- Included: access to snorkeling gear, changing rooms, lockers & a towel
- Xcaret plus
Have fun in over 50 natural and cultural attractions for the whole family with your admission to Xcaret park. Spend a full day amongst underground rivers, jungle and the Caribbean Sea while you enjoy the most vivid representations of Mexico, its folklore, gastronomy, culture, history and nature in a single place!
- One Lunch buffet at select restaurants
- Xplor Park
Live a day full of exciting adventures in the most visited zip-line park in the world, including the highest zip-lines in Riviera Maya. Go into the heart of the jungle while driving through trails and caverns, or swimming and paddling along stalactite rivers with impressive millenary rock formations. Besides, discover its new activity: Underground Expedition
- Lunch buffet, snacks and non-alcoholic beverages
- Access to changing rooms and lockers
† Fees may apply
Guest Reviews from CheapCaribbean Customers
Customer Ratings & Reviews
TripAdvisor Traveler Rating
-
Blown away!!
This has been one of my favorite places so far , the hotel and the staff was unbelievable!! From the minute we arrive you get the best support to take advantage of everything excaret offers Deliana was amazing she made our trip be successful helping us with all our activities and being attentive to all our needs . I will definitely will be coming back and I recommend this amazing paradise for everyone !!
-
Guest services is a joke
The resort is beautiful, the food is delicious and the activities are top notch. But, customer service sucks! Check in process took over an hour and a half. Check out was 30 minutes and we were one of the lucky ones. We asked that our mini fridge and snacks in the room were restocked several times but it never happened. A family members room was not ready and it took them 3 hours after check in to get it. Dialing concierge was a waste of time, they never answered. We had to walk up all the way to the lobby each time we wanted or needed something. And it’s a walk! We stayed in the new side of the resort, (not by choice, we were assigned there) we didn’t have hot water for days. They offered to finally move us on the last night there even after we asked several times. No compensation, no nothing. Just a “oh well, we are working out some kinks on this new side.” After paying over $1,000 per night you expect more out of this place. Dining Room service took 90 minutes to get up to our room, family member in another room placed an order twice and it never arrived. Lots of construction noice, dust, and smell of paint everywhere. Our room still had painters tape on the shower. Barely any water came out on the bathtub, toilet was always running, and little details that were missed. You can tell they are not all organized and some don’t even know what the hell was going on. I expected a lot, had high expectations and I’m afraid I was disappointed.
-
SAVE YOUR MONEY!
I would never recommend this hotel. No one comes by to clean our room on a regular basis. If they do come it’s not until 10pm when we’re already exhausted from the day and just want to sleep. We spent a week here and only had our room cleaned TWICE. Fridge had only been restocked once, we have called and requested it to be restocked and they say someone is coming but never show up. We were told on the first day that their policy is that it should never be empty so they insist we call if we run out. And apparently the ones who restock the fridge also restock the other essentials like hand soap. I asked the house keeper for hand soap and she said they didnt supply that. We’ve been having to use the bubble bath to wash our hands. Every time we try to order room service they say that the new casas have a different room service line to order from. (You can order from the TV but ours wasn’t working). They transfer us to who we should talk to but they never come to the line. We have waited over 25 minutes each time for them to pick up the phone and they never did. Was able to have room service once but I had to walk all the way to the main lobby (10 min walk) and order it from there. None of the ice machines in our casa work so before we go to the parks we have to bother a waiter at La Xentral to fill our bottles for us. I hate bothering them but we don’t have any cold drinks to take with us since they haven’t restocked our fridge. The property is HUGE and they keep expanding it. There’s no shuttle service or anything so if you have dinner reservations, you may have to leave 30 minutes early to be able to walk there and find your way. Also with as much money as they charge they should have a more adequate map. It’s so hard to find where certain places are because the map on the app puts a white square in the same spot for every destination you want to go to. The signs at the hotel are also inadequate as it will point in the direction you need to go and then you have to guess the next 5 turns and hope you see another sign confirming you’re still heading in the right direction. When we went to Las Cuevas and got to the center there were two signs that both pointed in the opposite direction of where the hotel was. We had to go straight across but one sign said to make a left and the other sign said to make a right. If you didn’t read all of this and just skipped to the end, just know that they charge INSANE prices (and continuously increasing them) but their service is not even on par of a 3 star hotel. When we expressed our complaints at checkout all they said was “oh ok” and proceeded to direct us to someone to sell us on another trip to go back.
-
HORRIBLE CUSTOMER SERVICE
Horrible experience. This place is so hipped up. For my wife and, this place is 1000% overpriced. We have travelled to Europe, Canada, most of the United States and have never seen such an overpriced, overrated place. Xcaret group has their army through out Cancun trying to lure unsuspecting vacationers to sell them overpriced membership packages with marginal benefits for their members. Our experience with their salesmen Jean Paule was a nightmare. He was EXTREMELY RUDE to my wife. We have never had a person walkway from their sales pitch (after 1:30 hrs +) without saying a word after his manager started to talk to us after his TIMESHARE presentation. We met a couple from LA that had just bought their membership. She was literally crying because of their experience. The lady said to us to invest your money wisely; she said once you sign on the dotted line, you are no longer provided good customer service. We were “never” told by the salesman at the Xcaret Isla Mujeres ferry that this so called marketing presentation of their new hotel was actually a TIMESHARE presentation. Horrible Horrible experience. HORRIBLE!
-
As they raise the price the experience goes down
I have been coming to this resort for 7 years several times a year. As the prices go up the quality and service goes down. You’ll see a lot of previous reviews mentioning how good the food is. And it certainly used to be. But apparently as of 2 months ago all the menus changed and the cost cuts are terribly clear. On top of a significant reduction in food options, Restaurants that are al la cart no longer serve normal sizes portions and they literally get angry if you order multiple things to the point in which they become rude and disrespectful. The manager at what used to be my favorite restaurant las playas said that I am not the first regular who has complained about the change in menus and food options but that they got a new head chef who bought his own menu. How did they lose their head chef? If it wasn’t broke why fix it? The new Menu is cheap and tasteless. Please do not come expecting 5 diamond experience as it is the farthest thing from now. They have truly ruined what used to be paradise. They have become greedy favoring growing the resort over maintaining a level of customer service and quality options. This resort is no longer worth the high price tag. The food at secrets moxie blows theirs out of the water now. Depressing day. They have officially put greed before all 🥹
- AdvisoryThe Municipality of Solidaridad will be charging an Eco Tax of 30.00 Mexico Pesos (approx. $1.60 USD) per room per night. This amount is not included in your vacation price and will be collected at your hotel. These funds are being used to protect, maintain and conserve the natural beauty of the destination the area and its surroundings. This fee is subject to change at any time without notice by the hotel.
- AdvisoryA minimum mandatory No Show fee of $25.00 USD(plus tax) per room, per night, will be charged to the guests who do not request a cancellation with at least 24 hours in advance in the following Restaurants and Parks. • Teatro del Río • Há (non-refunfable) This fee is subject to change without prior notice.
- Check In: 3:00 PM
- Check Out: 12:00 PM
- Minimum Check-In Age: 18
- General Policies:
Check-in Policy - Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy -This hotel cannot guarantee a spring-break-free environment.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.